Shipping & Returns
Cancellation & Shipping Information
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The shipping will not be refunded. It may not be possible to change your order once it has been submitted, contact us straight away if a change is required. This also includes requests for changes to the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via your chosen delivery method at check out from our warehouse in Victoria, Vancouver Island, BC. Your order will typically be dispatched within 3 working days. If there is a delay in shipping your order we will keep you informed.
The normal delivery time from the package has left our warehouse is dependent on the shipping method chosen at check out.
If nobody is at the address when delivery is attempted, a note may be left in the mailbox, please keep a look out.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
The taxes & shipping cost depend on your delivery address.
We ship all over the world, and the freight charge depends on your delivery address and your purchase choices. Shipping is confirmed at the time you check out, you can also get an estimate before checking out, just head to your shopping basket for the calculator.
Please note that international shipments, may incur customs fees depending on the country dispatched to, order total, items ordered etc. These costs (if incurred) are the sole responsibility of the customer.
Please notify us within 14 days of receipt. We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you have changed your mind / unwanted products
If the product is returned as unwanted, when we receive the product, we will refund the value of the purchased the product, but not the original freight. All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our facility. Please ensure you pack the return safely to prevent any damage to the products or boxes.
Unlikely event that you’re not satisfied with the product
If you are not completely satisfied with your product please start by contacting us, we may request the return of the product and/or further details.
Please contact us BEFORE returning a product, failure to do so might invalid claims for all or part of the requested refund. Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. We will request a receipt for freight charges incurred if we have agreed to cover them, please ensure that agreement has been made before returning products.
Our return address is:
Gentle Earth Products Ltd., 120 – 2930 Amy Road, Langford, BC, V9B 0B2 CANADA
Once we have received the returned products, we will inspect them and process any agreed refund within 48 hours.